Questions about EventID.Net and the EventID.Net Subscription

1. Is the EventID.Net database of events available offline?
2. What is the relationship between EventID.Net and Altair Technologies?
3. Do you sell the contributors' email addresses?
4. How can I send information about an event?
5. Are you going to automatically charge my credit card when renewal is due?
6. I do not have access to a credit card or to PayPal. What other payment options do I have?
7. If I purchase a subscription will I find a solution for all the event ids?
8. Can I share my subscription with my colleagues?
9. Do you offer a group subscription?
10. My organization is listed amongst the ones that purchase a subscription. How can I get a login account?
11. Will you provide support for a particular problem that I'm having?
12. I need to get more information about the subscription. Who can I contact?
13. Can I get a trial subscription in order to see if I want to purchase it?
14. I tried to purchase a subscription by my credit card was declined. Why?
15. I tried to retrieve the password but I get no email.
16. I tried to login but I get an error message saying "There is no such account".  I know that I subscribed to www.eventid.net so how can I login?
17. How do I renew my subscription?
18. If I purchase a subscription will I be able to download all the events in your database?
19. If I purchase a subscription will you provide me with all the events that a source can record in the logs? For example, I need to know all the events that can be recorded by PerfProc.

Q 1. Is the EventID.Net database of events available offline?
A: No

Q 2: What is the relationship between EventID.Net and Altair Technologies?
A: Altair Technologies is the owner of www.eventid.net and it operates and maintains the events database. There are several full time engineers working on keeping www.eventid.net up to date.  Altair Technologies is also developing several software packages.

Q 3: Do you sell the contributors' email addresses?
A: We do not sell or otherwise make available the email addresses of the contributors or subscribers to 3-rd parties.

Q 4: How can I send information about an event?
A: When you search for a certain event id and source combination and the event is not in our database, you will see the following message:

No information found. If you have additional information about this event please send it to us.
The submitted events will be forwarded to Altair Technologies consultants for analysis.
We recommend however, that you first check the EventID.Net Processing Queue to see if the event was already submitted by another contributor.

By following the "sent it to us" link, you are taken to a screen where you can send the information.

If the event id / source combination does exist in our database, you will see a hyperlink saying "Send comments" that will take you to a screen where you can add your comments about that particular event

Q 5. Are you going to automatically charge my credit card when renewal is due?
A. We do not use recurring payments. In 2002-2003, the subscriptions purchased through PayPal automatically renewed but this process was under PayPal's control and they did not offer at that time the possibility to setup the subscription without recurring payments. This is no longer the case and all new subscriptions will simply expire when they are due. A single email is sent when the subscription expires, offering you the possibility to extend it.

Q 6. I do not have access to a credit card or to PayPal. What other payment options do I have?
A. Certain organizations may be able to purchase subscription via Purchase Order. Email us for more information. Alternatively, you can email us a check of US$ 24.00 or EUR 20 to the following address:

Altair Technologies Ltd.
11470 Inglis Dr., Unit 1
Campbellville Ontario L0P1B0
Canada

Once the payment is received, we will email the subscription information.

If you wish to send a payment via bank wire transfer, here is our bank account transfer information:

Bank information:
Royal Bank of Canada
Westwood Shopping Mall Branch
7205 Goreway Drive Mississauga ON L4T 2T9

SWIFT code: royccat2
Institution Number: 003
Branch Transit Number: 03032
Account no: 100-453-0

See http://www.altairtech.ca/salesfaq.asp - Q5 and Q6 for more details.

Q 7. If I purchase a subscription will I find a solution for all the event ids?
A. No. Virtually, there could be hundreds of thousands of different event ids and it is not possible to cover them all. Some of them are quite specific to particular environments and are not that popular in order for us to test in our labs or to otherwise find a solution.

Q 8. Can I share my subscription with my colleagues?
A. No. The subscription is licensed per individual.

Q 9. Do you offer a group subscription?
A. No.

Q 10. My organization is listed amongst the ones that purchase a subscription. How can I get a login account?
A. The subscription is licensed per individual so each user needs a subscription even though there is another subscriber from the same organization.

Q 11. Will you provide support for a particular problem that I'm having?
A. In most cases, whatever is listed on our web site for that event, that is as much as we have about that event. You can send us an email but there is no guarantee that we will be able to help you.

Q 12. I need to get more information about the subscription. Who can I contact?
A. For any questions, comments or suggestions please email us at .

Q 13. Can I get a trial subscription in order to see if I want to purchase it?
A. No, we do not offer trial subscriptions. We consider that a 3 months subscription, priced at $ 9.00 is a reasonable way of trying this service.

Q 14. I tried to purchase a subscription by my credit card was declined. Why?
A. Please see the Altair Technologies Sales FAQ (no. 8)

Q 15. I tried to retrieve the password but I get no email.
A. When you select the option to receive your password by email, the password is sent right away. If you do not receive it in 1-2 minutes, it must be a problem delivering emails from mailer@eventid.net to your email address. Common reasons:
- anti-spam software - please make sure that mailer@eventid.net is allowed to send you emails or verify you spam folder
- your mailbox is unavailable (server down, mailbox full, other type of restrictions)
- network connectivity problems between our email server and your email server
If you do not receive the password and none of the conditions above applies to you, please send an email to support@altairtech.ca with your subscription email address and an alternate way of contacting you (other email, phone, etc...). We will attempt to validate that you are indeed the owner of the account and send you the password. Please note that we do not send your login information to another email address without additional verification that the email belongs to the subscriber.

Q 16. I tried to login but I get an error message saying "There is no such account".  I know that I subscribed to www.eventid.net so how can I login?
A. If you receive this message please verify the following:
- the email address is spelled properly
- you are using the right email address
It is also possible that your subscription has expired and the account was removed. Send an email to support@altairtech.ca to verify if this is the case.

Q 17 How do I renew my subscription?
A. You can renew the subscription by following one of the links to purchase a new subscription. During the purchase specify the same email address as the one currently used for the subscription. The existing subscription will be extended and the same login information will be used to login to www.eventid.net. If the current subscription is not expired, it will be extended from the current expiration date. If it is expired, it will be extended from the current date.

Q 18 If I purchase a subscription will I be able to download all the events in your database?
A. No, the subscription only provides the ability to search for solutions for a certain event id.

Q 19  If I purchase a subscription will you provide me with all the events that a source can record in the logs? For example, I need to know all the events that can be recorded by PerfProc.
A. We do not provide such list. However, as a subscriber, you can download our event log message file parser, a small utility that can be run on a computer and access the message file for a certain source (see http://www.eventid.net/show.asp?DocId=22, the bottom comments about this utility).

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